Today’s consumers demand modern call center functionality

Posted on: June 11th, 2015 by Art Barger

In today’s fast-paced 24/7 business environment, bringing your call center into the 21st century is no easy task. It takes innovative thinking, understanding your customers’ changing needs, and dedicated resources and budgets to not only deploy, but also maintain a high level of customer service delivery.

In the article, “Call Centers Need to Live in the Now,” customers have outgrown ‘80s-era call center processes that left them trapped listening to long recordings, which add to the length of each call and drive up operating costs. Today’s consumers demand speed and functionality to make quick transactions and resolve problems faster than ever before.

The article outlines the hot button areas that call centers need to achieve to optimize their telephone channel. These areas include:

  • Change with the times: Like any service, if you don’t change with the times you get left behind. It’s as simple as that. Your competitors gain ground on you and before you know it, you’re wondering where your customers have gone.
  • Make it easy for customers to get in and out: Speaking to my earlier point, you’re customer experience needs to be fast and seamless. Because your customers’ time is precious, they’ll note any delays or hiccups in the process.
  • Think like a customer: With new technology comes new preferences. Keeping up with the times and investing in offerings that make your customers happy is essential for customer retention and recruitment.
  • Make customers want to tell others of their experience with you: Nothing is more beneficial to your brand and business success than satisfied customers. Your customers touting about your product and services is the strongest endorsement you’ll ever receive.

Bringing your contact center up to speed with services that your customers want, and delivering on your promise, is critical to taking your call center to the next level. This includes your caller authentication process. How you identify and authenticate callers can actually impact your ability to provide the level of service your customers expect.

To ensure your customer identification processes aren’t holding things up, today’s contact centers need to automate the authentication process. Using knowledge-based authentication (KBA) that relies on security questions after the call has been routed to a call center agent not only puts your good customers at risk, it disrupts the overall customer experience.

The TRUSTID® Physical Caller Authentication solution doesn’t stand in the way of delivering excellent customer service because it automatically authenticates inbound calls while the phone is still ringing. By instantly and invisibly validating each call before it is routed to the appropriate IVR or live operator, you bypass the need to interrogate customers when they reach a telephone agent. At this point, no scripts or challenge questions are needed. Your call center reps can get right to serving your good customers faster and don’t waste time or labor costs authenticating spoofed calls because they are blocked from entering the system in the first place. This is why having an automated authentication tool like TRUSTID that supports and helps streamline your operating procedures is vital to bringing your contact center into the 21st century.